Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They were advertising on-line under the guise that they were going to get my TSA pre-check renewed and charged my credit card $97 for this service but never did anything other than take my money. They will not respond to my direct inquiries.After I paid this, I assumed my TSA would be renewed and it did not which allowed it to lapse so I now have to secure my credentials as a new customer needing to make a personal visit some 50 miles away. At this point I just want them to credit the $97 they charged me on my credit card.

  Business Response

  Date: 07/31/2023

  Hello ****
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We made an attempt to contact you by phone on July 29th to check if you require any assistance after using our AI assistant. You might have attempted to check the status of your application and did not choose to speak to a live agent on stand by.  However, we understand that it might not have been the most suitable time. We left a voicemail message for you and also sent you an email.
  
  We highly encourage our customers to use the dedicated GOV+ support channels for any concerns or inquiries they might have. If you had opted to for a live person, through these official channels, we would have gladly assisted you promptly and provided all the necessary information, avoiding the need for a public complaint. Utilizing the designated support channels ensures a direct and efficient resolution, maintaining confidentiality, and minimizing any risks of misunderstandings or inconveniences related to public disclosures. Nevertheless, since a public complaint has been filed, we appreciate the chance to offer a thorough explanation.
  
  You submitted an application for a TSA and we regret to inform you you had a Global Entry number not a TSA number. Therefore we have issued you a refund in the amount of $97 dollars. Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you, and we kindly request you to acknowledge the receipt. Rest assured, we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed. If you have any further questions or need additional support, please do not hesitate to reach out to our customer service team. We are here to assist you.
  
  We regret that we were unable to assist you at this time. Please note that we are currently working on offering Global Entry applications in the near future, but they are not available yet. We apologize for any inconvenience this may have caused.

  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was asked to pay a $97 TSA precheck amount yet when I went to my TSA precheck appointment today, I paid $79 to be fingerprinted, etc. and they informed me that they have had many other people scammed by GovPlus and paid that same $97.I didn't receive any service and I am now concerned they will have my private information along with my bank checking number from that transaction, please investigate and I am simply asking for my money back.*************************

  Business Response

  Date: 08/02/2023

  Hello *****
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We respectfully ask that you refrain from using the term "scam" without substantiated evidence. Our services are legitimate, following all necessary protocols and legal boundaries. Please understand that we have taken significant steps to prevent confusion or assumptions of government ties. Our website, www.govplus.com, clearly states: "Not the government, just a helpful private company." This position is consistent, and our use of the ".com" domain underscores our private status.
  
  It's worth mentioning that official government websites are easily distinguishable through the presence of official seals and disclaimers prominently displayed on their homepages. These visual cues unmistakably identify the respective states or agencies as the authorized sources of information. Additionally, official government websites use .gov or .mil domain extensions, again,  instead of .com. 
  
  Addressing the feedback you shared about *** agents at the facility you visited accusing our website/services of being a "scam," we want to express our gratitude for bringing this issue to our attention. Your feedback is valuable, and we take all comments and accusations seriously. While we respectfully disagree with this allegation, we understand the importance of addressing concerns. It's disconcerting to learn that *** employees would make such a claim without prior knowledge or experience with our services. We are a fully registered, privately-owned company operating within the boundaries of state and local laws. Our distinct independence from the *** or any other government agency does not warrant categorizing us as a scam or fraudulent operation. We have consistently emphasized our identity as a private company and have always been transparent about our services. As such, we are well within our rights to offer services to our customers. It's crucial to note that the government and its respective agencies regulate overarching practices and regulations, not individual government employees and in this case a *** agency employee at a local office. Although we respect the employees opinion it is not accurate.
  
  Unfortunately, *** doesn't offer a one-click form filler. Nevertheless, rest assured that after completing one form with us, subsequent forms will be much smoother to navigate. A quick side note: when it comes to passport applications, accuracy in providing details like hair and eye color might be needed.
  
  It's also important to consider that your application was submitted voluntarily, and it's possible that you may not have had the opportunity to review the notices and disclaimers provided. While we understand the concerns raised, it's important to note that we can't control or verify if people read or interpret the information posted on our website. We want to emphasize that the accusation made by both you and the *** agents about our company being a scam is not reflective of the reality. It's also worth highlighting that numerous satisfied customers have had positive experiences with our services, and we believe these sentiments provide a more accurate perspective, as highlighted in the reviews shared here: ****************************************.
  
  Furthermore, our NPS scores surpass those of other software companies. You can easily verify this by examining publicly available data on an independent website. Notably, the *** agency's NPS score is quite low at -37. Details are accessible at this link: *************************************. The ***'s Net Promoter Score (NPS), which measures customer willingness to recommend a service on a scale from **** to 100, consists of 26% Promoters, 11% Passives, and a significant 63% Detractors. In contrast, our exceptional NPS scores underscore the high satisfaction and strong loyalty our customers have toward our services.
  
  We understand your feelings of dissatisfaction. At the same time, we want to highlight our NPS score of ****, which significantly surpasses the prevailing industry standard for software companies. This score has been thoroughly assessed and verified by the reputable Qualtrics XM Institute. The established industry standard NPS for a software company, according to Qualtrics XM Institute, stands at ****. For a comprehensive view of these independent and publicly available industry standards, please refer to this link:
  
  *************************************************************************************************************************************************************.
  
  Rest assured, our commitment to customer satisfaction is vigilantly monitored by an independent agency and the results are communicated to us. While we genuinely value your viewpoint, it's worth noting that our company takes immense pride in the consistently high level of customer contentment we achieve.
  
  In notable platforms like Bloomberg, Yahoo! Finance, Business Insider, and Forbes, it's GOVPlus that garners acknowledgement and acclaim for effectively meeting the needs of individuals with busy schedules, providing a solution for navigating intricate government procedures. It's our name that resonates as a reliable partner in simplifying these processes, rather than government agencies being spotlighted or celebrated in such articles.
  
  On July 20th, you submitted an application for *** PreCheck with our company. On the same day you were notified that there are appointment schedules available for you to choose from. You have confirmed an appointment the next day and with this confirmation is this reminder: Hello *****, Your appointment is confirmed. Please be prepared to pay the $78 government fee. Acceptable payment methods include credit card, debit card, money order, company check, or certified/cashiers check.. 
  
  You had around 5 days ahead of your scheduled appointment to get in touch with us regarding any questions or uncertainties. Our strong recommendation to all customers is to utilize the dedicated GOV+ support channels for any inquiries they might have. If you had reached out to us through these official channels, we would have been more than glad to assist you promptly and furnish you with all the necessary information. This proactive approach could have potentially prevented the need for a public complaint.
  
  Our established support channels are designed to ensure a swift and effective resolution, all while maintaining confidentiality and reducing the potential for misunderstandings or inconveniences that might arise from public discussions. However, since a public complaint has been raised, we see this as an opportunity to offer a comprehensive public clarification.
  
  We want to emphasize our commitment to transparency, especially when it comes to the breakdown of costs related to our services. While we recognize that situations can differ, it's worth noting that information about the exclusion of government fees is easily accessible on our homepage. Furthermore, we take great care to prominently display this disclaimer on our payment page, clearly stating, "Government fees are not included," in bold lettering just below the designated payment amount. This ensures clear visibility before any credit card information is entered.
  
  "GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice."
  
  The disclaimer we mentioned is included directly in our terms and conditions, which users must acknowledge before proceeding with any payment. This thorough approach guarantees that our customers are fully informed of the disclaimer's content and have formally recognized it.
  
  We would now like to bring attention to our refund policy, which is also outlined in our Terms & Conditions. It states, "You may request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy is in place to prevent any misuse of the refund process and to ensure that it isn't exploited for obtaining free services. It's crucial to understand that once an application is processed using our software, it's regarded as a completed service.
  
  We'd like to make it clear that you did receive a valuable service from usthe appointment schedule for your *** enrollment, which you confirmed attending as a result of using our software.
  
  We named ourselves GOVPLUS to encompass ********* range of services and features we offer, surpassing what's typically found in government resources. The $97 fee encompasses more than just using our software for your *** applicationit also opens up a personalized dashboard for other forms, both current and future. Our free features, such as customer service assistance for pre-enrollment, personalized booking or altering *** appointments for new applicants, and more, further enhance our offering.
  
  A standout element is our patented autofill technology, streamlining government forms with a single click. This technology sets us apart, differentiating us from competitors and government platforms. Importantly, our services extend beyond *** PreCheck applications. With six current products and ongoing expansion, our services include real-time tracking and updates, online payment capabilities, expert application reviews, personalized application packets, and 24/7 live customer support via chat, phone, and emailall centralized. Our process eliminates the need for multiple website visits, numerous login credentials, or obtaining forms individually. These features, absent in government offerings, provide substantial convenience. It's vital to acknowledge the value and advantages our services extend beyond the *** application process.
  
  We've taken note of your thorough complaint, which indicates that you may not fully perceive the value or convenience of the services we provide. While your experience doesn't align with our usual policies, where we offer our services and issue refunds once obtained, we place a high priority on customer satisfaction. As a gesture of goodwill, we have processed a full refund to your charged account on July 31st, 2023. You should receive the refund confirmation details via email, and we kindly ask you to confirm receipt. Please keep in mind that bank processing times can vary, so please allow 1-3 business days for the refund to be processed.
  
  Rest assured, we have taken all the necessary steps to address your concerns and process the refund accordingly. With this, we consider this matter to be fully resolved. Your feedback is invaluable to us, and we're always open to hearing any further comments or thoughts you might have. If you'd like to share more feedback, please don't hesitate to contact us privately. You can reach out using the following contact details:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  
  

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought Gov+ was a government website. I paid $97 for a new TSA precheck and relized it wasn't an actual government site and there is no where on the website to cancel the transaction or contact anyone. All I see when I log in is my application is being process. My husband went in to the government site and received an appointment right a way and the cost was $71. I don't need help scheduling an appointment, I can do that myself for FREE! I want a refund of my $97 payment!!

  Business Response

  Date: 07/31/2023

  Hello ****
  
  Thank you for reaching out to GOV+ through BBB. We value your communication and want to clarify that while we appreciate your message, BBB is not an official GOV+ support platform. For swift and confidential assistance, please use our official support page at ******************************************* or contact us directly at ********************************* Our dedicated customer support representatives are always ready to help you. We are committed to providing exceptional customer service and handling all inquiries with confidentiality and respect.
  
  We strongly recommend our customers to utilize the dedicated GOV+ support channels for any concerns or inquiries they *** have. If you had chosen to reach out to us through these official channels, we would have been more than willing to assist you promptly and provide the necessary information, explanations or refund if needed, avoiding the need for a public complaint. By utilizing the designated support channels, you benefit from a direct and efficient resolution, preserving confidentiality and reducing the risk of misunderstandings or inconveniences related to public disclosures. However, as a public complaint has been filed, we appreciate the opportunity to offer a comprehensive explanation:
  
  We want to address your concern regarding your belief that GOV+ was a government website. We want to clarify that this is indeed a misunderstanding.
  
  To ensure transparency and clarity, we prominently display a disclaimer on every landing page stating that "GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice."

  Our commitment to transparency extends to our policies and the way we communicate our status as a private company. We make no claims of association or endorsement from any government or state agency, including ***. To avoid any confusion, we prominently display the verbiage "Not the government, just a helpful private company" on our website. Our domain suffix ".com" further reinforces our status as a private entity and further emphasizes our non-affiliation with any government agency. Additionally, it is worth noting that official government websites often employ domain extensions such as ".gov" or ".mil," which stand for government and military websites, respectively.
  
  On July 27th, when you used our platform, you applied for the *** application through our proprietary software, which allows the completion of any application with just a single click. Our privately owned website offers you the convenience of completing any form currently available and those that *** be offered in the future, all with just a single click. To ensure transparency with every transaction, we include the disclaimer mentioned above in our terms & conditions, which must be acknowledged before payment can be processed. Additionally, the notice regarding the exclusion of government fees is displayed on our homepage, it says  "Government fees are not included." and this is prominently present in the disclaimer on our payment page to ensure clear visibility before entering any credit card information.
  
  Regarding the $97 software fee, we want to clarify that it was not just for scheduling your *** appointment but for the usage of our proprietary software for your application. Our software facilitates application processing and grants access to various other forms on our platform. Along with this, we offer numerous additional features free of charge, including customer service assistance and the option to book or reschedule *** appointments for new applicants.
  
  While the traditional route of visiting government websites or federal buildings is indeed an option that *** work for some individuals, we would like to highlight that our services and products are specifically designed to cater to a diverse range of people, especially those seeking additional layers of concierge services not offered by the government. Many of our customers find our services preferable to navigating multiple government websites and creating numerous accounts for different services. Our platform provides a comprehensive and streamlined experience, offering convenience and efficiency for those who seek a one-stop solution for various government-related services that we have now and will have in the future.
  
  One of the standout features of our platform is our patented autofill technology, which allows for seamless completion of government forms with a single click. We also provide real-time tracking, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support - all integrated into a centralized platform for added convenience.
  
  We would also like to address your statement about the availability of support options on our website. Contrary to that assertion, there is a prominently displayed Contact tab on the top bar all the way to the right on our homepage, providing easy access to information on how to reach us directly. Our support team is available 24/7 through live chat and email, and we offer phone support from 9 AM to 6 PM EST, Monday to Friday. Additionally, the receipt for your payment, sent to you via email, also includes a Contact Us section. The email itself  could be  utilized to relay your concern.
  
  As we have emphasized before, we place a strong emphasis on transparency and customer service, and it is inconceivable that we would withhold assistance from our customers when they need it. Our commitment to providing exceptional support is unwavering, and we are always here to address any concerns or inquiries our esteemed customers *** have.
  
  We regret that you do not see the value in what GovPlus has to offer. In alignment with our commitment to customer satisfaction, we have processed a full refund to your charged account on July 28, 2023. Please allow 1-3 business days for the refund to be posted, as bank processing times *** vary. An email containing the refund confirmation details has been sent to you, and we kindly request you to acknowledge the receipt. Rest assured, we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed. If you have any further questions or need additional support, please do not hesitate to reach out to our customer service team. We are here to assist you.
  
  We value your feedback and would be grateful to hear any further comments you *** have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

  Customer Answer

  Date: 08/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I was renewing my TSA card that was list in a flood a year ago. I was wrong. I want my money back.

  Business Response

  Date: 07/31/2023

  Hello ***
  
  Thank you for reaching out to GOV+ through BBB. We value your communication and want to clarify that while we appreciate your message, BBB is not an official GOV+ support platform. For swift and confidential assistance, please use our official support page at ******************************************* or contact us directly at ********************************* Our dedicated customer support representatives are always ready to help you. We are committed to providing exceptional customer service and handling all inquiries with confidentiality and respect.
  
  We strongly recommend our customers to utilize the dedicated GOV+ support channels for any concerns or inquiries they *** have. If you had chosen to reach out to us through these official channels, we would have been more than willing to assist you promptly and provide the necessary information, explanations or refund if needed, avoiding the need for a public complaint. By utilizing the designated support channels, you benefit from a direct and efficient resolution, preserving confidentiality and reducing the risk of misunderstandings or inconveniences related to public disclosures.
   
  We did see that you attempted to utilize chat support twice on July 28th and requested a refund, which we promptly complied with. A full refund was issued within the same hour you reached out to us.
  
  However, as a public complaint has been filed, we appreciate the opportunity to offer a comprehensive explanation:
  

  We want to address your concern regarding your belief that GOV+ was a government website. We want to clarify that this is indeed a misunderstanding.
  
  To ensure transparency and clarity, we prominently display a disclaimer on every landing page stating that "GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice."
  
  Our commitment to transparency extends to our policies and the way we communicate our status as a private company. We make no claims of association or endorsement from any government or state agency, including TSA. To avoid any confusion, we prominently display the verbiage "Not the government, just a helpful private company" on our website. Our domain suffix ".com" further reinforces our status as a private entity and further emphasizes our non-affiliation with any government agency. Additionally, it is worth noting that official government websites often employ domain extensions such as ".gov" or ".mil," which stand for government and military websites, respectively.
  
  You used our platform to apply for your TSA renewal application through our proprietary software, which allows the completion of any application with just a single click. Our privately owned website offers you the convenience of completing any form currently available and those that *** be offered in the future, all with just a single click. To ensure transparency with every transaction, we include the disclaimer mentioned above in our terms & conditions, which must be acknowledged before payment can be processed. Additionally, the notice regarding the exclusion of government fees is displayed on our homepage, it says  "Government fees are not included." and this is prominently present in the disclaimer on our payment page to ensure clear visibility before entering any credit card information.
  
  Regarding the $97 software fee, we want to clarify that it was not just renewing your TSA PreCheck but for the usage of our proprietary software for your application. Our software facilitates application processing and grants access to various other forms on our platform. Along with this, we offer numerous additional features free of charge, including customer service assistance and the option to book or reschedule TSA appointments for new applicants.
  
  Many of our customers find our services preferable to navigating multiple government websites and creating numerous accounts for different services. Our platform provides a comprehensive and streamlined experience, offering convenience and efficiency for those who seek a one-stop solution for various government-related services that we have now and will have in the future.
  
  One of the standout features of our platform is our patented autofill technology, which allows for seamless completion of government forms with a single click. We also provide real-time tracking, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support - all integrated into a centralized platform for added convenience.
  
  We regret that you do not see the value in what GovPlus has to offer. In alignment with our commitment to customer satisfaction, we have processed a full refund to your charged account on July 28, 2023. Please allow 1-3 business days for the refund to be posted, as bank processing times *** vary. An email containing the refund confirmation details has been sent to you, and we kindly request you to acknowledge the receipt. Rest assured, we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed. If you have any further questions or need additional support, please do not hesitate to reach out to our customer service team. We are here to assist you.
  
  We value your feedback and would be grateful to hear any further comments you *** have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************
  

  
  

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought this was a government site for TSA renewal, was charged $97, now being asked to pay an additional $70 for government fees, After finding out I could have gone directly to the actual TSA site for only the $70 Renewal fee. Very misleading site. Refund requested

  Customer Answer

  Date: 07/27/2023

  The business has refunded my money

• Initial Complaint

  Date:07/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6th I was charged $97.00 for a TSA application and received another email in regards to having to pay another $78.00 for the same application on the day of the interview, in which I don't understand. What did I pay $97.00 for ?? They have me under the assumption that that this website *********************************************************** is the website I use to apply. I would like my money back.

  Business Response

  Date: 07/27/2023

  Hello *******
  
  Thank you for getting in touch with GOV+ through BBB. Your communication is sincerely appreciated, although we wish to clarify that this channel is not an official GOV+ support platform. To ensure that you receive swift, confidential, and accurate assistance, we kindly ask that you refer to our official support page at ******************************************* or directly contact us at ********************************* Our dedicated and knowledgeable customer support representatives will be delighted to assist you once more. We remain committed to our commitment to providing exceptional customer service and ensuring that all inquiries are handled confidentially and with utmost respect.
  
  We want to clarify that the matter in question arises from an assumption made and not due to any misrepresentation on our part. We genuinely appreciate the opportunity to offer a comprehensive explanation:
  
  Firstly, we highly encourage our valued customers to utilize the dedicated GOV+ support channels when they have concerns or inquiries. Had you chosen to reach out to us through these official channels, we would have gladly assisted you and provided the necessary information and explanation without the need for a public complaint. Utilizing the designated support channels ensures a direct and efficient resolution, sparing you the inconvenience of public disclosures, confidentiality matters, and potential misunderstandings.
  
  On July 6th, you accessed www.govplus.com and submitted an application for *** PreCheck with our company. On July 7th, we sent you an email providing details of the nearest location for your appointment and the earliest appointment date and times available. You contacted us via chat on the same day to express a preference for a different location. Here are the details for your appointment:
  
  Date and Time: 07/28/2023 @ 3:00 PM (EDT)
  Location: IdentoGO xxxx E xxxxx St
  Bronx, ** 1xxxx-xxxx
  UE ID: UZZY-xxxxxx
  
  Regarding your statement "They have me under the assumption that this website *********************************************************** is the website I use to apply," we want to clarify that this is another misunderstanding. You actually applied for the *** application through our patented software, which enables the completion of any application with a single click, and the data was inputted into the specific website www.govplus.com. Subsequently, we manually submitted your application to the *** website, which then triggered the email notification confirming your appointment. When you clicked on that email link, it directed you to the *** **********************************************************.
  
  Please be aware that the ***/website you received for your *** appointment and application submission confirmation was a result of the work and services we provided. As you need to attend an in-person appointment to finalize the *** process, all of this information is clearly stated on our website. However, we are pleased that we had the opportunity to re-explain this to you.
  
  As you used our privately owned website, you now have the convenience of completing any form we currently offer and will offer in the future with a single click, regardless of which separate government or state agency mandates and regulates that form. We understand that the varying governing authorities for different forms can be incredibly confusing, which is precisely why many customers appreciate our online services and all in one platform. We take the confusion out of the process and streamline it into one single platform.
  
  Furthermore, it's essential to reiterate that the appointment selection prompt you received, as mentioned above, originated from us, GovPlus. It is based on the zip code provided in your mailing address, ensuring that the nearest *** enrollment facility is selected, and the earliest appointment date and times are made available for your convenience. Additionally, we manually scheduled your in-person interview by directly accessing the *** website, accommodating your request for a different location. Consequently, the confirmed appointment details will be sent directly from the *** itself as that is where you need to go for final in person appointment and validation in order for your number to be issued. Hence, the email you received was from the *** agency.
  
  Secondly, we want to reiterate that our company places paramount importance on transparency and adheres to stringent policies concerning the nature of our services. It is crucial to clarify that we make no claims of association or endorsement from any government, state agency, or, specifically, the *** agency. To ensure absolute clarity for our users, we have implemented specific measures to prominently communicate our status as a private company, wholly separate from any government entity, on our website.
  
  To achieve this, we display the verbiage "Not the government, just a helpful private company" in bold font, strategically positioned near the top of our homepage. This clear statement leaves no room for ambiguity and reinforces our distinct identity as a private entity. Our choice of domain suffix, .com, also serves as a tangible indicator of our private company status and further emphasizes our non-affiliation with any government agency. Additionally, it is worth noting that official government websites often employ domain extensions such as ".gov" or ".mil," which stand for government and military websites, respectively. We provide this information to assist you in distinguishing between official government websites and private companies like ours for future reference.
  
  Although it is clear from your comments in the above complaint that you might not have thoroughly reviewed our website, we still want to bring to your attention that the notice regarding the exclusion of government fees is already displayed on our homepage. Furthermore, we take great care in presenting the aforementioned disclaimer on our payment page with bold lettering, ensuring that it is unmistakably visible before entering any credit card information.
  
  We acknowledge your assumption regarding the $97 software fee we charged. We want to clarify that it is not for your *** PreCheck application but rather for the usage of our privately-owned proprietary software, which facilitates the processing of applications. This fee also grants you access to your personalized dashboard, enabling the submission of various other forms available through our platform. It's important to note that our services extend beyond *** PreCheck applications. In fact, we offer numerous extensive features free of charge, including customer service assistance with pre-enrollment and the option to book or reschedule *** appointments for new applicants, all aimed at enhancing our customers' experience and ensuring a smooth application process.
  
  In addition, we offer services and features currently not offered by the government. Please understand the chat feature you utilized when communicating with our live agents several times is NOT a feature the *** agency offers.
  
  Our patented autofill technology is one of our notable and distinctive features, which allows seamless completion of government forms with a single click. This feature is the cornerstone of our platform, setting us apart from competitors and government sites. We offer a range of additional services tailored to the specific form being submitted, such as real-time tracking, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support accessible within seconds through chat, phone, and email - all integrated into a centralized platform. These consolidated and streamlined processes eliminate the need to visit multiple websites or create numerous login credentials, making it easier for our customers to access the services they need. 
  
  We want to draw your attention to our refund policy outlined in our Terms & Conditions. It states, "You may request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy is in place to prevent potential abuse of the refund process and ensures that individuals do not exploit it to obtain free services. It is crucial to understand that once an application has been completed or processed using our software, it is considered a rendered service. Hence, the value and benefits of our software have already been provided to you through the selection of appointments for your convenience. Upholding integrity is of utmost importance to us, and we encourage our customers to honor their obligations by paying for the services they have received. In this case, our service includes submitting the *** application, booking the appointment on your behalf, and providing customer service.
  
  Despite the miscommunication, we have taken note of your complaint and sincerely regret that you do not see the value in what GovPlus has to offer. In alignment with our high priority for customer satisfaction, a full refund has been processed to your charged account on July 26, 2023, despite it not being in line with our policies. We understand that the service has already been provided, and we hope that this gesture of goodwill is appreciated. Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. An email containing the refund confirmation details has been sent to you, and we kindly request you to acknowledge the receipt. Rest assured, we have addressed all of your concerns and resolved the matter by processing your request. We consider this matter closed.
  We value your feedback and would be grateful to hear any further comments you may have. Please do not hesitate to share your thoughts with us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  
  April
  Customer Service Specialist
  **********************

  Customer Answer

  Date: 07/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company presents themselves as a government agency and TSA website and will charge you $97 to get a TSA Precheck appointment, something you can do yourself. This is in addition to the actual TSA fee of $70 when you go complete the interview and actually get your TSA precheck approval. Very misleading and deceptive business practices and as a veteran I was very offended and felt taken advantage of. This company borderlines on being a scam. When you push the issue, they tell you some c*** about the $97.00 is to pay for their software. Should be regulated and shut down by the government. Beware!!!

  Business Response

  Date: 07/25/2023

  Dear *****
  
  Thank you for contacting GOV+ via BBB. We appreciate your contact, but please note that this communication channel is not an official GOV+ support channel. For prompt, confidential, and accurate assistance, please visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  It is important to understand that our website, www.govplus.com, prominently displays the following statement in bold font near the top: "Not the government, just a helpful private company." We want to assure you that we have never portrayed ourselves as the government, nor have we ever suggested or misrepresented any such association. We would also like to draw your attention to the intentional selection of the ".com" domain extension, a commonly recognized indicator of private entities, which further emphasizes our status as a private company. It is important to note that official government websites are easily distinguishable by the presence of official seals and disclaimers prominently displayed on their homepages. These visual cues clearly identify the respective states or agencies as the official sources of information, providing a clear distinction between government websites and private companies like ours. Respectfully, we would like to clarify that the matter in question was from an assumption made, not from any misrepresentation on our part. We appreciate the opportunity to provide a more detailed explanation:
  
  We named our company GOVPLUS because it signifies the extensive range of services and features we provide, currently surpassing the limitations of government-provided resources. It is also important to highlight that our services and offerings extend beyond *** PreCheck applications. We understand that you misinterpreted that the $97 software fee that we charge was for us to just set up an appointment for your *** PreCheck application. This assumption is not accurate. This $97 software fee is for the use of our privately-owned proprietary software that we use to process applications, along with it one can have access to each individual customer's dashboard to submit any other form that we currently offer. We also offer extensive features free of charge such as customer service assistance with pre-enrollment, customized booking or rescheduling *** appointments for new applicants. One of our notable and distinctive features - our patented autofill technology, enables the seamless completion of government forms with a single click. This technology serves as the cornerstone of our platform, setting us apart from competitors and government sites alike. We provide an array of additional services that vary by specific form being submitted, but an overview is as follows: including but not limited to real-time tracking and updates, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support accessible within seconds through chat, phone, and emailall within a centralized platform. Our consolidation and streamlined process eliminates the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. It is important to highlight that these features are currently not provided by the government.
  
  We would also like to highlight that government agencies are not being praised or featured in articles on platforms such as Bloomberg, Yahoo! Finance, Business Insider, Forbes, and others. GOVPlus is the company receiving recognition and praise for fulfilling the needs of busy customers who lack the time to navigate complex government processes independently.
  
  As previously addressed, we have always been committed to remaining transparent and forthright about our identity and services. We would like to request that you approach the assessment of our company with ******** and avoid labeling us as a "scam" without substantial evidence to support such claims. If your claim is solely based on subjective feelings, it undermines the purpose of providing comprehensive information and disclaimers on our website altogether.
  
  Please know that GOVPLUS operates within the bounds of the law and adheres to strict ethical standards. It is imperative to clarify that we do not exploit or take advantage of any individual, as our services are entirely voluntary and open to those who choose to engage with them. Our intention is to serve all customers with fairness and respect, regardless of their background or circumstances. Our commitment to transparency and making pertinent information readily available is essential to ensuring all users make informed decisions. We have always encouraged everyone to review the provided disclaimers before engaging with our services.
  
  Please be advised that our commitment to transparency regarding all costs associated with our services is also of utmost priority and must be highlighted. While it is possible that a thorough review of our website *** not have been conducted, it is important to acknowledge that the notice concerning the exclusion of government fees is also displayed on our homepage. Furthermore, we exercise due diligence in prominently presenting the aforementioned disclaimer on our payment page, explicitly stating, "Government fees are not included." This clearly visible disclaimer, distinguished by its bold lettering, is positioned directly below the designated payment amount, ensuring explicit visibility prior to the input of any credit card information.
  
  Companies are obliged to provide their terms and conditions, but they cannot force customers to read or accept them. If you had any inquiries about the fees, terms, or services we offer, we would have been more than happy to address them again in a private and courteous manner instead of resorting to a public complaint, especially since all necessary disclaimers were already available but might have been overlooked or not read by you. We would like to point out again that our services are also entirely voluntary, and there is no obligation for customers to utilize them. A great number of our customers seek assistance with their application process by opting for our services, even if it involves paying for added convenience. Demanding the shutdown of a legitimate business based on baseless accusations driven by emotion and bias, rather than objective assessment, would not only disrupt the lives of our valued customers who have willingly engaged with our services but also cause undue harm to our employees.
  
  We understand that you have a different perspective on the value or convenience of the services we offer, and we genuinely respect your opinion in this matter. Nevertheless, it is crucial to recognize that our customers exercise their own judgment and willingly engage with us based on their personal preferences and needs. Our intention has always been to ****** open communication and resolve any concerns customers *** have in a private and constructive manner.
  
  On July 18th, you submitted an application for *** PreCheck with our company. On July 20th, we sent you an email prompting you of the nearest location of your appointment and earliest appointment date and times available. You contacted us via chat on the same day to express that you preferred a different location, specifically the one closest to your work address. After being presented with various options, you agreed to the one on **********. Here are the details for your acknowledged personalized appointment:
  

  Appointment Time: 07/25/2023 @ 3:30 PM (EDT)
  Location: IdentoGO XXXXXXXX
  ********, ** xxxxx
  UEID: UZZY-5xxxx
  
  Please be advised that our Terms & Conditions also outline our refund policy. It states, "You *** request a refund at any time. However, no refund can be issued if an application has been completed or processed." This policy must be acknowledged and is in place to deter any potential abuse of the refund policy, ensuring that individuals do not exploit it as a means of obtaining free services. It is essential to understand that once an application has been completed or processed using our software, it is considered a rendered service. Therefore, it is vital to recognize that the value and benefits of our software have already been provided to you, as it generated a selection of appointments for your convenience. Acting with integrity is of utmost importance to us, and we encourage our customers to honor their obligations by paying for the services they have received.
  
  We understand, based on your complaint, that you do not see the value in our company's software, specifically for the *** product. However, we currently offer five other products, and this is expanding every month. In addition, we respect your opinion of dissatisfaction. However, please know that our company's NPS score is ****, far above the current industry standard for a software company, as measured by Qualtrics XM Institute.
  
  The industry standard, as per Qualtrics XM Institute, for a software company is 19.5. Full independent public industry standards are reported here: *************************************************************************************************************************************************************. Please know that our customer satisfaction score is measured by an independent company and reported to us.
  

  However, we have taken note of your detailed complaint, and as stated above we have processed a full refund of $97 to your charged account on July 21, 2023, as a gesture of goodwill. We hope that this gesture is recognized and appreciated. The refund confirmation details have been sent to you via email, and we kindly request that you acknowledge the receipt. Please note that bank processing times *** vary, so please allow 1-3 business days for the refund to be posted. 
  
  We believe that we have effectively addressed all of your concerns and processed your refund. Consequently, we consider this matter closed. We value your feedback and would be grateful to receive any further comments or thoughts you *** have. If you wish to share additional feedback, please do not hesitate to contact us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  

  April
  Customer Service Specialist
  **********************
  

  
  

  Customer Answer

  Date: 07/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 1, 2023, I went on-line to GovPlus to start the process of obtaining a TSA PreCheck number and charge the fee for $97.00 on my credit card, transaction number:75418233121173012968446. Thus is the number allegedly from GovPlus.On July 21, I received an email from the TSA.gov providing providing me date for the interview, the documents I needed to bring and a fee of $78.00. This us when I became suspicious. I thought I was dealing with the government agency ************************************** (TSA). As for the appointment, I could have made that myself dealing directly with TSA. Desired resolution, I want my $97.00 refunded ti my credit card by GovPlus.Sincerely,***************************

  Business Response

  Date: 07/25/2023

  Hello *******
  
  Thank you for contacting GOV+ via BBB. We appreciate your contact, but we want to clarify that this communication channel is not an official GOV+ support channel. To receive prompt, confidential, and accurate assistance, please visit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We regret that you do not see the value in filling out forms in one click for your *** application and any other future form. However, we respect your decision and will honor your request by issuing a full refund in the amount of $97.
  
  We wish to emphasize that our company operates with utmost transparency and adheres to strict policies regarding the nature of our services. We do not claim any association or endorsement from any government, state agency, or specifically the *** agency. To provide absolute clarity to our users, we have taken specific measures to ensure that our status as a private company distinct from any government entity is prominently communicated on our website. The verbiage "Not the government, just a helpful private company" is displayed in bold font, strategically positioned near the top of our homepage. In addition to the bold statement, our domain suffix of .com serves as a clear indicator that we are a private company and not affiliated with any government agency. This deliberate choice of domain extension reinforces our position as a private entity.
  
  Furthermore, government agencies are not being praised or featured in articles on platforms such as Bloomberg, Yahoo! Finance, Business Insider, Forbes, and others. GOVPlus is the company receiving recognition and praise for fulfilling the needs of busy customers who lack the time to navigate complex government processes independently.
  
  "GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice."

  We have implemented necessary measures to ensure that our customers are well-informed and fully aware of the disclaimer outlined above. This disclaimer is prominently displayed in our terms & conditions and can be found on all landing pages of our website. It is of utmost importance for our customers to acknowledge and accept the terms & conditions before any payment can be processed. This critical step ensures that our customers are fully aware of our policies, including the statement that "You may request a refund at any time. However, we typically do not refund if an application has been completed or processed." as, in your case, it was and your application was completed and appointment scheduled after several back and forth communications selecting the desired location and convenient appointment date and time. The email from the *** agency was because we booked the appointment for you, there is nothing suspicious about that, it was the result of our booking and doing what you engaged us to do.
  
  We have also taken deliberate steps to ensure complete disclosure of all costs as well. On our payment page, a prominently displayed disclaimer reads: "Government fees are not included." This statement is presented in bold letters directly below the amount to be paid, ensuring that it is readily visible to our customers before they proceed to enter their credit card information.
  
  The service fee of $97 covers the use of our privately owned proprietary software and access to your customer-specific dashboard to submit any other form. We also offer features free of charge such as customer service assistance with pre-enrollment, customized booking or rescheduling *** appointments for new applicants, and much more. Our patented autofill technology enables the seamless completion of government forms with a single click, which is a customer favorite. This technology serves as the cornerstone of our platform, setting us apart from competitors and government sites alike. Our company is called GOVPLUS because we offer services and features that go beyond what the government currently provides.
  
  As each agency is regulated by a different department of the government, government services or applications are not consolidated on a single state or federal website. This creates a significant inconvenience that we address by allowing the management of various applications in one comprehensive platform and with one company and one customer service department. It is essential to understand that our services and offerings extend beyond *** PreCheck applications. We provide an array of additional services including real-time tracking and updates, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support accessible within seconds through chat, phone, and emailall within a centralized platform. Our consolidation and streamlined process eliminate the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. It is important to highlight that these features are currently not provided by the government.
  
  We understand, based on your complaint, that you do not see the value in our company's software at this time, specifically for the *** product. However, we currently offer five other products, and this is expanding every month. We respect your opinion of dissatisfaction. However, please know that our company's NPS score is ****, far above the current industry standard for a software company, as measured by Qualtrics XM Institute.
  
  The industry standard, as per Qualtrics XM Institute, for a software company is ****. Full independent public industry standards are reported here: *************************************************************************************************************************************************************. Please know that our customer satisfaction score is measured by an independent company and reported to us. Therefore, the online complaints posted on BBB are not in alignment with what the majority of our customers are reporting in terms of satisfaction ratings.

  Again, we highly prioritize customer satisfaction, and based on your complaint, you do not see the value with what GOVPLUS has to offer. Therefore, a $97 refund has been processed on July 22nd. Please allow 1-3 business days for the refund to be posted, as bank processing times may vary. We regret that you did not call us directly to resolve the matter.
  
  We believe that we have effectively addressed all of your concerns and processed your refunds. Consequently, we consider this matter closed. We value your opinion, and if you have any other feedback or concerns, we are happy to assist. Please do not hesitate to contact us privately. You can reach us through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards,
  
  April
  Customer Service Specialist
  **********************
  

  
  

• Initial Complaint

  Date:07/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 6th, I was charged $97 for my wife and $97 for myself to set up an appointment for TSA. I thought this was a government website and was mislead. I was then charged $78 for each of us on the day of our TSA appointment. I would like a refund! I could have set this appointment for free directly with TSA. This should be illegal and I would like a refund!! Thank you.

  Business Response

  Date: 07/25/2023

  Hello ******,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to revisit our official support page at ******************************************* or contact us again directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  We would like to extend our gratitude for taking the time to speak with us on July 22nd, at 6:57 PM EST, despite your busy schedule. We acknowledge the value of your time and sincerely appreciate your kind attention and time. Thank you for acknowledging your satisfaction and understanding to us on the call that both your and your wife's accounts have been refunded in full.  We are grateful for your willingness to communicate and resolve this matter privately after the fact, but we must respond publicly as this BBB complaint has already been filed.
  
  Please know that "GovPlus is a private online software technology company not affiliated with or endorsed by any government or state agency. We do not charge for any forms, however, we charge for the use of our software in assisting you with completing the form. We are not a financial, accounting, or law firm and do not provide legal or financial advice."
  
  We would like to emphasize that GovPlus is a legitimate private company fully registered under state and local laws. The statement "Not the government, just a helpful private company" is prominently featured in bold near the top, ensuring that our status as a private company is clearly communicated to all our users. Our primary goal is to offer a wide range of form processing services to our valued customers. As a company, we have named ourselves GOVPLUS to reflect our commitment to providing additional features and services beyond what is currently available through government websites.
  
  To ensure absolute clarity and transparency, we have included the above mentioned disclaimer in our terms & conditions, which must be acknowledged before payment can be processed. This step is crucial to ensure that our customers are well-informed and have read and understood the disclaimer.
  
  The notice concerning the exclusion of government fees is also displayed on our homepage. Furthermore, we exercise due diligence in prominently presenting the aforementioned disclaimer on our payment page, explicitly stating, "Government fees are not included." This clearly visible disclaimer, distinguished by its bold lettering, is positioned directly below the designated payment amount, ensuring explicit visibility prior to the input of any credit card information.
  
  We understand that you misinterpreted that the $97 software fee that we charge  was for us to just set up an appointment for your *** PreCheck application. This assumption is not accurate. This $97 software fee is for the use of our proprietary, privately-owned software that we use to process applications, and along with it, one can  have access to their dashboard to submit any other form that we currently offer. It is essential to understand that our services and offerings   extend beyond *** PreCheck applications. We also offer extensive features free of charge such as  customer service assistance with pre-enrollment, customized booking or rescheduling *** appointments for new applicants. One of our notable and distinctive features - our patented autofill technology, enables the seamless completion of government forms with a single click. This technology serves as the cornerstone of our platform, setting us apart from competitors and government sites alike. We provide an array of additional services that vary by specific form being submitted but an overview is as follows: including but not limited to real-time tracking and updates, online payment capabilities, expert application review, personalized application packets, and 24/7 live customer support accessible within seconds through chat, phone, and emailall within a centralized platform. Our consolidation and streamlined process eliminates the need to visit multiple websites, create numerous login credentials, and obtain each form or application individually. It is important to highlight that these features are currently not provided by the government.
  
  We understand, based on your complaint, that you do not see the value in our company's software, specifically for the *** product. However, we currently offer five other products, and this is expanding every month. In addition, we respect your opinion of dissatisfaction. However, please know that our company's NPS score is ****, far above the current industry standard for a software company, as measured by Qualtrics XM Institute. 
  
  The industry standard, as per Qualtrics XM Institute, for a software company is ****. Full independent public industry standards are reported here: *************************************************************************************************************************************************************. Please know that our customer satisfaction score is measured by an independent company and reported to us. Therefore, the online complaints posted on BBB are not in alignment with what the majority of our customers are reporting in terms of satisfaction ratings. With that said, and in agreement with what we discussed on the phone, we respect your opinion and have refunded you in full. If you wish to return in the future for *** renewal or any other form, we are happy to help.
  
  Again, thank you for allowing us the opportunity to respond to you both publicly and privately, In line with our commitment to customer satisfaction, we reiterate that we have refunded a total of $194 to you thus far, equivalent of both  $97 charges, as of July 22nd and we confirm that you have already acknowledged both receipts of the email confirmations. Please allow 1-3 business days for the refund to be posted to your account, as bank processing times may vary. We believe that we have addressed your concerns and refunded your payments, Therefore, we consider this matter closed. If you would like to provide additional feedback privately, we would be happy to hear from you.
  
  You can reach us through the following:
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards,
  
  April
  Customer Service Specialist
  **********************
  
  

  Customer Answer

  Date: 07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/20/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went online yesterday to renew my TSA Precheck and paid a requested $97 which we thought was the total cost to renew. Less than an hour later there was an email stating that we had to pay an additional $70government mandated fees. This is a rip off! There was nothing in the initial language stating that the cost would be $167! Never again! We thought this was a valid TSA siteits a third party site and its shady with the fees.?? That sneaky $97 needs to be refunded.

  Business Response

  Date: 07/21/2023

  Hello *****,
  
  Thank you for reaching out to GOV+ via BBB. We sincerely appreciate your contact, although we would like to clarify that this communication channel is not an official GOV+ support channel. In order to receive prompt, confidential and accurate assistance, we kindly request you to revisit our official support page at ******************************************* or contact us directly at ********************************* Our dedicated and knowledgeable customer support representatives will be pleased to assist you.
  
  On July 20th at 4:46 PM EST, we attempted to contact you by phone to address your concern directly. Unfortunately, it seems that our call coincided with an inconvenient time for you. As a result, we promptly followed up with an email, providing a detailed explanation of the charges incurred. We appreciate your response to the email. 

  In response to the BBB complaint you filed regarding our website, services and fees, it is essential to clarify that we do not claim any association or endorsement from any government or state agency. To ensure absolute clarity for our users, we have taken specific measures to prominently communicate our status as a private company, separate from any government entity, on our website.
  
  The statement "Not the government, just a helpful private company" is prominently displayed in bold font near the top of our homepage, strategically positioned for easy visibility. We understand the significance of ensuring that our customers are well-informed about the nature of our services and how they differ from those offered by government agencies. Along with the bold statement, our domain suffix of .com serves as a clear indicator that we are a private company and not affiliated with any government agency.
  
  In addition to our commitment to transparency, we have taken intentional measures to fully disclose all costs associated with our services. We have a disclaimer on our home page thats already declaring Your government applications can virtually file themselves starting at just $** "Government fees not included And most notably, on our payment page, customers will find a prominently displayed disclaimer stating, "Government fees are not included." too. This disclaimer is presented in bold letters, positioned directly below the amount to be paid, ensuring clear visibility to our customers before they proceed to enter their credit card information. Our objective is to empower customers with accurate information, enabling them to make informed decisions when engaging with our services.
  
  GOV+ prides itself on offering an array of exceptional features that extend beyond the current offerings of government services. Our platform has been meticulously designed to streamline the application process by replacing numerous forms and websites with a centralized, user-friendly system. With our patented autofill technology, customers are relieved from the burden of filling out repetitive information, ensuring a seamless and time-saving experience. We are proud to be the catalyst for expediting your next application, which has already commenced as a result of our innovative tools.
  
  In addition to these advancements, our platform boasts a suite of valuable features, including real-time tracking and updates, online payment capabilities, expert application review, personalized application packets, and round-the-clock customer support accessible through chat, phone, and email. We are delighted to provide such comprehensive services to our valued customers under the GOVPLUS brand name, signifying the expansion of options beyond what the government currently offers. The service fee of $97 covers the use of our software and access to customers' dashboard to submit any other form. We also offer features free of charge such as customer service assistance with pre-enrollment, customized booking or rescheduling *** appointments for new applicants, and much more. It is essential to understand that our services and offerings extend beyond *** PreCheck applications. To renew the *** Precheck and extend its validity for an additional five (5) years, applicants are required to pay a non-refundable fee of $70 at the time of application. This payment ensures the renewal of their Known Traveler Number (KTN) online.
  
  The PreCheck renewal was submitted to our platform on July 19, 2023, and our diligent team of processing experts had already initiated the necessary actions before we received your BBB complaint. We promptly processed your application and sent you an email at 4:59 PM EST requesting payment of the government fee. Upon receipt of your payment, which you made after opening the email, the government fee was paid on your behalf to renew your KTN online. On July 20th at 11:04 AM EST, we sent you an email confirming that your KTN renewal has been successful.
  
  To address your issue with the software fee, we have already taken action and issued a full refund. We understand and respect the varying preferences of our customers and are committed to ensuring their satisfaction with our services. You have made it clear in your complaint that you do not see the value in completing applications completely online (when applicable) or in one click. The $97 refund has been processed to your charged account on July 21st, despite it not being aligned with our policies. We understand that the service has already been provided and we hope that this gesture of goodwill is appreciated. Please allow 1-3 business days for each of the refunds to be posted, as bank processing times may vary. We believe that we have effectively addressed all of your concerns and processed your refunds. Consequently, we consider this matter closed. We value your feedback and would be grateful to receive any further comments or thoughts you may have. 
  
  If you wish to share additional feedback, please do not hesitate to contact us privately. You can reach us again through the following:
  
  24/7 Chat: *******************************************
  24/7 Email: ********************************
  Phone: ************** 9 AM to 6 PM EST, Monday through Friday
  
  Best regards, 
  

  April
  Customer Service Specialist
  **********************